A3. Capability & B2. Variation…and Measurement

We need measures of how capable our system is against its purpose. Such measures should be method agnostic (i.e. the method is but a black box). We can then understand whether we are improving (or not).

There is a great deal wrong with conventional measurement tools and techniques (arbitrary activity targets, KPIs, binary comparisons, league tables, incorrect use of averages…and on and on).

Capability measures, in the hands of everyone (but most definitely the process performers), show what is really going on and enable understanding, experimentation and true improvement.

Monty Python script: We can report on just about anything…but we should ask ourselves what the value (and relevance) of this reporting is. We should guard against making decisions using flawed measurement information.

The aching desire for feedback: Cast your mind back to school and exams. You really wanted to know how you had done…but your interest quickly died away. And so it is at work. People need speedy, constant and meaningful feedback if they are to understand and improve.